| IEICE Technical Committee Submission System Conference Paper's Information |
Online Proceedings [Sign in] Tech. Rep. Archives |
| Go Top Page | Go Previous | [Japanese] / [English] |
| Paper Abstract and Keywords | ||
| Presentation | 2018-10-20 15:05 Analysis of heart rate variability time series data for finding the influence of work quality for call center agents Tomohiro Obara, Gen Hattori, Umata Ichiro (KDDI Research), Junichi Koizumi (OUJ/YNU)  MBE2018-35 |
|
| Abstract | (in Japanese) | (See Japanese page) |
| (in English) | Nowadays the impact of mental load on work has been attracting public attention, and stress checks are required in work environment by law. In this paper, we examined the relationship between the mental load of call center agents and problem behaviors of them such as interrupting customer’s utterance. We classified telephone support simulation sessions of four call center agents according to their heart rate variability (HRV) data during each session, and compared the qualities of the sessions among the classes. As a result, we report that the amount and balance of autonomic nervous activity affect the quality of work. | |
| Keyword | (in Japanese) | (See Japanese page) |
| (in English) | ECG / Heart rate variability / autonomic nerves / time series / call center agent / / / | |
| Reference Info. | IEICE Tech. Rep., vol. 118, no. 257, MBE2018-35, pp. 43-46, Oct. 2018. | |
| Paper # | MBE2018-35 | |
| Date of Issue | 2018-10-13 (MBE) | |
| ISSN | Online edition: ISSN 2432-6380 | |
| Copyright and reproduction |
All rights are reserved and no part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopy, recording, or any information storage and retrieval system, without permission in writing from the publisher. Notwithstanding, instructors are permitted to photocopy isolated articles for noncommercial classroom use without fee. (License No.: 10GA0019/12GB0052/13GB0056/17GB0034/18GB0034) | |
| Download PDF | MBE2018-35 |
|
| Conference Information | |
| Committee | NC MBE |
| Conference Date | 2018-10-19 - 2018-10-20 |
| Place (in Japanese) | (See Japanese page) |
| Place (in English) | Tohoku Univ. |
| Topics (in Japanese) | (See Japanese page) |
| Topics (in English) | |
| Paper Information | |
| Registration To | MBE |
| Conference Code | 2018-10-NC-MBE |
| Language | Japanese |
| Title (in Japanese) | (See Japanese page) |
| Sub Title (in Japanese) | (See Japanese page) |
| Title (in English) | Analysis of heart rate variability time series data for finding the influence of work quality for call center agents |
| Sub Title (in English) | |
| Keyword(1) | ECG |
| Keyword(2) | Heart rate variability |
| Keyword(3) | autonomic nerves |
| Keyword(4) | time series |
| Keyword(5) | call center agent |
| Keyword(6) | |
| Keyword(7) | |
| Keyword(8) | |
| 1st Author's Name | Tomohiro Obara |
| 1st Author's Affiliation | KDDI Research (KDDI Research) |
| 2nd Author's Name | Gen Hattori |
| 2nd Author's Affiliation | KDDI Research (KDDI Research) |
| 3rd Author's Name | Umata Ichiro |
| 3rd Author's Affiliation | KDDI Research (KDDI Research) |
| 4th Author's Name | Junichi Koizumi |
| 4th Author's Affiliation | Professor Emeritus, Yokohama National University/Affiliate Professor, The Open University of Japan (OUJ/YNU) |
| 5th Author's Name | |
| 5th Author's Affiliation | () |
| 6th Author's Name | |
| 6th Author's Affiliation | () |
| 7th Author's Name | |
| 7th Author's Affiliation | () |
| 8th Author's Name | |
| 8th Author's Affiliation | () |
| 9th Author's Name | |
| 9th Author's Affiliation | () |
| 10th Author's Name | |
| 10th Author's Affiliation | () |
| 11th Author's Name | |
| 11th Author's Affiliation | () |
| 12th Author's Name | |
| 12th Author's Affiliation | () |
| 13th Author's Name | |
| 13th Author's Affiliation | () |
| 14th Author's Name | |
| 14th Author's Affiliation | () |
| 15th Author's Name | |
| 15th Author's Affiliation | () |
| 16th Author's Name | |
| 16th Author's Affiliation | () |
| 17th Author's Name | |
| 17th Author's Affiliation | () |
| 18th Author's Name | |
| 18th Author's Affiliation | () |
| Speaker | Author-1 |
| Date Time | 2018-10-20 15:05:00 |
| Presentation Time | 25 minutes |
| Registration for | MBE |
| Paper # | MBE2018-35 |
| Volume (vol) | vol.118 |
| Number (no) | no.257 |
| Page | pp.43-46 |
| #Pages | 4 |
| Date of Issue | 2018-10-13 (MBE) |
[Return to Top Page]